{"id":2881687,"url":"https://alion.io/job/voy-customer-experience-team-lead","title":"Customer Experience Team Lead","company":{"id":1985094,"name":"Voy","domain":"joinvoy.com","url":"https://alion.io/company/joinvoy","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":52000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-19T19:53:23Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-23T14:06:04Z","board_verified":false,"closed_at":"2026-10-23T14:06:04Z","days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"The Opportunity\nWe're looking for an experienced Customer Experience Team Lead to lead and empower a high-performing team of Customer Experience Specialists. You'll be responsible for ensuring the team exceeds its goals, while driving continuous improvement across our operation and our patients.\nThis is a people-focused leadership role that combines operational excellence, team development, and cross-functional collaboration. You'll work closely with product, quality, and operational leaders to improve workflows, optimise performance, and enhance patient experience.\nWhat you'll do\nTeam Leadership & Performance Management\nLead, motivate, and develop a team of Customer Experience Specialists to meet and exceed operational KPIs and SLAs.\nConduct regular 1:1s, performance reviews, and coaching sessions to drive engagement and accountability.\nFoster a high-performance culture built on collaboration, continuous learning, and professional growth.\nIdentify training needs and implement development plans to enhance individual and team capability.\nOperational Excellence & Quality Improvement\n\nDrive process and quality improvements across customer operations.\nAnalyse performance data to identify trends, risks, and opportunities for improvement.\nDevelop and refine standard operating procedures (SOPs) to support scalability and compliance.\nCollaborate with Quality teams for effective new starter onboarding and continuous development.\nPartner with Product, Engineering, and Operations teams to inform product enhancements and operational solutions that improve patient experience.\nPeople & Culture\nBuild a supportive, inclusive, and high-performing team culture.\nRecognise and celebrate success, while constructively addressing performance challenges.\nChampion wellbeing, professional integrity, and customer experience excellence within the team.\nAvailability requirements\nWe are looking for candidates who can reliably commit to full time (37.5 hours) each week. Shift patterns could include evenings and weekends. \nWho you are\nEssential:\nProven experience managing Customer Experience teams\nStrong track record of delivering against KPIs, SLAs, and performance metrics.\nDemonstrated ability to drive measurable improvements in team performance and quality outcomes.\nExcellent communication, coaching, and stakeholder management skills.\nData-driven mindset with experience in using metrics to guide decisions.\nComfortable working in a fast-paced, evolving environment.\nDesirable:\nExperience working in digital health, managing queues or patients queries.\nExperience working cross-functionally with Product or Operations teams.","description_format":"text","description_chars":2637,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Laboratories","Consumer Health Apps"],"lifecycle":[{"event":"open","at":"2026-10-19T23:00:48Z"},{"event":"close","at":"2026-10-23T14:06:04Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/voy-customer-experience-team-lead","json_url":"https://alion.io/job/voy-customer-experience-team-lead.json","meta":{"generated_at":"2026-10-25T00:59:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1985094},"rest":"https://alion.io/mcp/rest/get_company?id=1985094"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvoy-customer-experience-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvoy-customer-experience-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvoy-customer-experience-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/voy-customer-experience-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvoy-customer-experience-team-lead"}]}